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Original poster

I appear to have accidentally got a job at John Lewis

111 replies

MutteringDarkly · 16/02/2021 17:01

who knew? Because in the absolute catalogue of errors otherwise known as "trying to get all the right parts delivered for a wardrobe" we reached a new low today.

Apparently, because the latest widgets were damaged in transit so won't now be delivered, it's MY job to keep an eye on the John Lewis website until they come back into stock, and then ring customer services to let them know. So lucky lucky me, I get to manage their stock and logistics process for them!! Angry

Funnily enough, I was not impressed with this plan. Someone will probably not be ringing me back.

OP posts:
QuothTheSlothNevermore · 17/02/2021 10:01

I gave up on JL and now go to another well known online retailer (name beginning with a and ending with o). I was waiting for a dryer we'd been expecting for ages, which was due in a certain time slot (say 4-6) and I was held up at work so arrived at home at 4:05 to find that they'd already been, knocked at the door (apparently), discovered I wasn't in, didn't bother phoning my mobile (they had the number) and left. All in 5 minutes Hmm

When I phoned at 4:10, despite the fact they had to be in the same area, they wouldn't deliver and gave me another delivery slot 2 weeks away, so 2 more weeks with all of our wet clothes hanging all over the radiators. This was pre Covid so no excuse. I cancelled, got a delivery from ao two days later, and have never used them again. Such a shame, they used to be really good, but others are just doing it better now.

ssd · 17/02/2021 10:07

They must really like me. I bought a washing machine 2 years ago from jl, it got sent out, then 3 months later another identical one got sent too! I called to let them know and to get it sent back, they didnt even thank me for my honesty

ssd · 17/02/2021 10:10

@NomDePrune. What's it like working there, are you happy

Mylittlesandwich · 17/02/2021 10:16

@NomDePrune

I work for them; AMA!

You'd think, however, that perhaps the staff member could sign up with their company email address and then contact the OP with an update once they've taken care of everything... this wouldn't work because if the staff member left or was on holiday you would have a longer wait. Cases aren't assigned to individuals but to a team so that in theory anyone can help.

Do you know what happened after glasgow? They seemed to leave quite suddenly. Did capita loose the contract right enough? Who did it go to and where?
Unfucked · 17/02/2021 10:18

I’ve had some minor annoyances with John Lewis over the past couple of years, but they all add up and mean I’m really reluctant to go to them when I am contemplating a major purchase.

It makes me really sad as it’s a lifetime love of mine - I actually wrote my 11+ essay about the Peter Jones haberdashery department Grin.

DinoDisco · 17/02/2021 10:23

I had exactly the same. Ordered two wall lights. One came along with two side lamps which I hadn't even ordered. Assumed it was an error. Phoned and was told the second wall lamp was out of stock. The customer advisor couldn't decide what I should do with the two side lamps and after much dithering said 'maybe keep them unless we call and ask for them back'.
Then was told to keep checking back for my second wall light. After me training him in customer services and lots of prompting he realised he should offer to refund the undelivered one. Couldn't get him to offer to just send me the wall light when it came back into stock.
Bizarre.

I also found they have stopped their proper wedding list service and now just allow you to make a wish list then each guest can order from it, plus delivery, and each item comes as and when it is ordered.

I think it is to do with their new approach to stock, keeping everything very low and only restocking really popular things. I couldn't find and clothes to order on there as everything I liked was only available in size 6 or 20. Really sad how downhill it has gone. Hope post covid we will get our beloved JL back.

Makingnumber2 · 17/02/2021 10:27

That is really crap customer service! I'm v surprised at this from JL.
If the item is available on their website there's usually a button underneath the info for it if it's out of stock, and it allows you to sign up for a notification by email for when it's back in stock again? I did it with a hoover I was after.

NomDePrune · 17/02/2021 10:37

[quote ssd]@NomDePrune. What's it like working there, are you happy[/quote]
I do like it; I work from home now and I'm an agent rather than a partner (so no discount) but have also been a customer for as long as I can remember. So maybe I have more empathy than some of my call centre colleaguesHmm

NomDePrune · 17/02/2021 10:40

Mylittlesandwich Capita lost the contract about 3 years ago and now Sitel, TCC and Maxim have contracts for different responsibilities. Maxim is Glasgow-based.

Oldraver · 17/02/2021 10:42

I had a too and fro with customer services a while ago

I bought a silicon replacement head for a toilet brush, three of the bliddy things, and non fit any of the 'sticks' I had

We went back and forth for ages with them asking me to suggest what they should do. I kept trying to explian THEY needed to tell ME which toilet brush they fit not the other way round

What can I say, I must of been bored to give a loo brush such time. And they are still for sale

ssd · 17/02/2021 10:43

@NomDePrune, you are an agent rather than a partner? Like a spy? Grin..what do you mean?

onlychildandhamster · 17/02/2021 10:45

jumping on this thread. is JL ok for non furniture items i.e. electronics, clothes. How is their delivery like?

I used to buy my things there IRL and didn't have an issue. It wasn't the cheapest but before i read this thread, I always thought JL was synonymous with quality and therefore it was worth it. I remember ordering a whisky glass from them during lockdown and it took a very long time...

ChardonnaysPetDragon · 17/02/2021 10:50

I took a solemn oath to never buy an appliance from them after the tumble dryer saga.

Basqueroony · 17/02/2021 11:19

They are pretty good employers it has to be said, they continued paying my son's salary 4 months after he left ...something to do with him not doing something online despite handing in a letter of resignation and working notice!
He even got overtime included in one payment :)
We had to badger them to cease paying him eventually.

Original poster
MutteringDarkly · 17/02/2021 11:43

Well I also want to know about the difference between agents and partners @NomDePrune - is this going to affect my bonus? Grin

Update - I have had A Phone Call from a very nice person who gave me their actual name and telephone number and is "taking charge of everything". So in theory in 5 days all my wishes will have come true, I will have my widgets, and a refund for all the other calamities and I'll have to go back to my day job

You'll understand I am not precisely holding my breath about this, but hey, it was a sort of progress that didn't involve me having to ring them, so I'll take that.

OP posts:
NomDePrune · 17/02/2021 13:52

No difference from the customer's point of view - but only partners work in stores, get discount and are paid a bonus. Agents generally work in customer services/tech support for the online/website side, and are employed by the company which John Lewis contracts to provide the services. Some partners work on this side as well.

VanGoghsDog · 17/02/2021 13:56

@Makingnumber2

That is really crap customer service! I'm v surprised at this from JL. If the item is available on their website there's usually a button underneath the info for it if it's out of stock, and it allows you to sign up for a notification by email for when it's back in stock again? I did it with a hoover I was after.
Yes, but if you're waiting for a replacement from them, why should you do this and then you have to phone them to tell them it's in stock so they can then arrange the delivery and to collect the old one.

Fine if you're just buying something but not fine if you've already bought it and are trying to replace it when it's faulty etc.

Oldraver · 17/02/2021 14:14

That sounds good if it's almost resolved.

Can you ask them which handle they recommend for the loo brush heads 🤣

MenaiMna · 17/02/2021 14:26

I work four hours a week for them on the phone chasing a refund on a microwave they received back last May.

Poppins2016 · 17/02/2021 14:31

@NomDePrune

I work for them; AMA!

You'd think, however, that perhaps the staff member could sign up with their company email address and then contact the OP with an update once they've taken care of everything... this wouldn't work because if the staff member left or was on holiday you would have a longer wait. Cases aren't assigned to individuals but to a team so that in theory anyone can help.

@NomDePrune

Is there another way of monitoring stock on behalf of the customer? Or is your system simply not set up for that?!

Do you think we Mumsnetters have had unusually bad experiences or do you feel that the standards of service are generally as bad as described?

I'm guessing that there must be limitations due to systems and/or superiors... it must be very frustrating for you?

Poppins2016 · 17/02/2021 14:31

@NomDePrune

I work for them; AMA!

You'd think, however, that perhaps the staff member could sign up with their company email address and then contact the OP with an update once they've taken care of everything... this wouldn't work because if the staff member left or was on holiday you would have a longer wait. Cases aren't assigned to individuals but to a team so that in theory anyone can help.

@NomDePrune

Is there another way of monitoring stock on behalf of the customer? Or is your system simply not set up for that?!

Do you think we Mumsnetters have had unusually bad experiences or do you feel that the standards of service are generally as bad as described?

I'm guessing that there must be limitations due to systems and/or superiors... it must be very frustrating for you?

MenaiMna · 17/02/2021 14:32

" I have had A Phone Call from a very nice person who gave me their actual name and telephone number and is "taking charge of everything". So in theory in 5 days all my wishes will have come true" I've had that call twice last August still waiting...

kennypppppppp · 17/02/2021 14:47

omg i am SO jealous of your new job!!!!!!!!!!!!! i have just been looking on the johnny ponny lewis website for jobs as a result of this. who said that the internet distracts from hoovering

bloody knob faces for asking you to do it. tsk.

Original poster
MutteringDarkly · 17/02/2021 16:10

@MenaiMna don't crush my dreams! What's the latest on your issue?

OP posts:
VanGoghsDog · 17/02/2021 16:55

Their delivery guys are lovely.

They are not their delivery guys though, are they? The guys from JL who (very grumpily) fitted my oven last year told me they do JL and AO on the same round which is why their van wasn't liveried.

The AO guys who fitted my hob were less grumpy even though it was a tricky job.

The AO guys who did the tumble dryer were nice.

The Next guys who delivered a chair last weekend had a right old cob on.

Interesting to see how the JL guys who do the washing machine next week cope!